Customer Service Representative II

Gainesville Regional Utilities (GRU) is seeking a skilled and customer-focused Customer Service Representative II to assist utility customers with accessing services resolving account concerns processing payments and service requests and navigating applicable policies and procedures. This position serves as a primary point of contact for customers and requires the ability to research issues analyze information identify appropriate solutions and accurately document customer interactions.

The ideal candidate will demonstrate strong problem-solving abilities clear and effective verbal and written communication excellent time management and a high level of professionalism. Successful candidates must be able to remain composed in challenging situations manage multiple priorities maintain accuracy under pressure and provide responsive courteous service in a fast-paced utility environment.

Application must be received by 11:59pm EDT on Wednesday August 26 2026.

To be considered for this position testing results must be received by 5pm Monday August 31 2026.

Testing results are due by 5pm EDT Monday August 31 2026.

***Test scores are good for 1 year***
If you have completed testing in the past year you are responsible for ensuring your scores are emailed to before the above deadline.

These are mandatory assessments and all three test must be completed for further consideration for this position. To be considered for this position you must take and pass the following assessments:

*Typing (Passing score is 35WPM; Average Standard Net WPM is the score we go off of)
*Word
*Excel

IF YOU HAPPEN TO FAIL YOUR TESTING YOU MAY RETAKE THE TEST AS LONG AS SCORES ARE RECEIVED BEFORE THE DEADLINE

To schedule testing please contact CareerSource North Central Florida by emailing your request. They are the test administrator and will be able to assist you with your assessments. This testing is done online. PLEASE LISTEN TO THE ENTIRE MESSAGE FOR INSTRUCTIONS.

This is complex skilled and responsible work assisting utilities customers in planning and accessing a variety of services or coordinating operational customer service activities.

Positions allocated to this classification report to a designated supervisor and work under limited supervision. Work in this class is distinguished from other classes by its emphasis on mid-level skilled customer service and technical work in a multiple utility service environment where the focus is customer engagement.

Essential Functions:

Depending on the area of assignment:

Serves as primary contact to answer screen research inform advise record process and follow-up all utility customer requests efficiently and expeditiously as received by phone mail or personally from citizens elected officials agencies City employees and clients.

Analyzes income and expense information and provides solutions uniquely suited to individual customers.

Analyzes and maintains customer information to determine deposit requirements and processes utility payments deposits permits and services handling delinquent accounts and resolving customer account disputes.

Assists in emergency storm situations for service restoration.

Correctly applies policies and procedures pertaining to Utilities Customer Service Operations.

Accurately and efficiently obtains and enters customer service information into a customer information system and maintains department records.

Provides customer service training to new employees.

Participates in meetings and prepares reports as requested.

Acts as liaison both internally and externally.

Attends work on a continuous and regular basis.

Non-Essential Functions:

Performs other duties as assigned.

Candidate should possess:

• a high school degree or possession of an acceptable equivalent diploma; or
• an Associates degree from an accredited educational institution with major coursework in business administration public administration public relations retain banking call centers or utilities (consistent with the needs of the hiring department); or
• a Bachelors degree from an accredited educational institution with major coursework in business administration public administration public relations or related field.

Three (3) years of progressively responsible experience in public contact customer service relations retail banking call centers or utilities (consistent with the needs of the hiring department) with a High School degree or equivalent; or one year (1) year of experience in public contact customer service relations retail banking call centers or utilities (consistent with the needs of the hiring department) with an Associate degree. If a Bachelors degree has been achieved in business administration public administration public relations or related field there is no additional experience required.

Depending on the area of assignment:

Thorough knowledge of office practices and procedures business English spelling and commercial arithmetic.

Basic knowledge of utility services industry GRU and City operations and applicable ordinances policies and procedures.

Basic knowledge of or ability to learn utilities billing and records policies and procedures.

Basic knowledge of new service procedures and regulations.

Basic knowledge of credit and collections procedures and regulations.

Basic knowledge of or ability to learn government services.

Working knowledge of computers and relevant software including but not limited to MS Word Excel Outlook Internet Explorer and SAP.

Ability and willingness to work with customers on a daily basis and remain composed in stressful encounters.

Ability and willingness to remain flexible positive and productive in a changing environment.

Ability to use good interpersonal skills through written communications and through oral communications on the telephone and in person.

Ability to exercise independent judgment and initiative in the preparation filing tracking monitoring and retrieval of customer information.

Ability to work effectively with elected officials co-workers charter officers department heads representatives of other agencies other city employees and the general public in a team environment.

Ability to effectively manage flexible work schedules.

Ability to work under pressure and maintain high level of accuracy.

Ability to prepare and maintain complex records and reports.